We purchased a 3 piece leather furniture set from The Roomstore in 1999, we also were talked to buying the "warranty". They made it sound like they would repair anything. We were given a cleaning kit from Stainsafe, which included an ink remover.
We had a tiny little ink stain on one of the seat cusions, used the ink remover provided by Stainsafe, it took the color off the leather, but not the ink. Called to file a claim immediatly.
About 2 months later, they sent a technician to repair the damage. They re-dyed part of the seat cusion, used the wrong colors (they mixed colors to try to match mine). After about a week it turned black.
Called stainsafe to file another claim. Said a tech would call.... after many calls over the next YEAR..a tech was finally sent. This tech was from another company, he removed all the color off the whole cusion and applied 4 coats of dye
(also the wrong color - much darker that mine) he used a hair dryer to dry it in between coats. It was so tacky, we literally stuck to the seat.
Cusion is now black and the color is peeling off. I sent pictures to stainsafe, asking them to take care of the problem
No reply!!!! We had our lawyer draft a letter asking them to take care of it or we would take them to court. No reply!!!
I decided to take my couch cushion to The Roomstore to show what their warranty company had done. The manager took it to their manager meeting since they were discussing other complaints about Stainsafe. I was called by the "powers that be" at The Roomstore and was told to file a claim with Stainsafe, they wouldn't do anything for me.
This Hell has been going on for almost 4 years now, my warranty is up next year and I still have not been able to resolve this!!! If there is anyone out there reading this that can help me, please HELP!!!!!!!!!!!!!